Refund policy
Return & Refund Policy
Last Updated: April 2026
Thank you for shopping at Custom Okie. We want you to be completely satisfied with your purchase. This Return & Refund Policy explains our process for returns and refunds.
30-DAY RETURN GUARANTEE
We stand behind the quality of our products. If you're not satisfied with your order, we're here to help.
You have 30 days from the date you receive your order to request a return or refund.
WHAT QUALIFIES FOR RETURN
Your items are eligible for return if they meet ALL of these conditions:
✓ Requested within 30 days of receiving your order ✓ Items are unworn, unwashed, and in original condition ✓ Tags are still attached (for apparel) ✓ Items have not been altered or customized ✓ Items are not damaged due to customer misuse
WHAT DOES NOT QUALIFY FOR RETURN
The following items cannot be returned or refunded:
✗ Items worn, washed, or used ✗ Items with tags removed or damaged ✗ Items damaged due to customer mishandling ✗ Custom or personalized items (once ordered) ✗ Items returned after 30 days ✗ Items without original order confirmation
HOW TO REQUEST A RETURN
Step 1: Email us at hello@customokie.com with:
- Your order number
- Item description
- Reason for return
- Photos of the item (if applicable)
Step 2: We'll review your request and send you return instructions.
Step 3: Ship the item back to us using the prepaid shipping label we provide (if eligible).
Step 4: Once we receive and inspect your return, we'll process your refund.
REFUND PROCESSING
Refund Timeline:
- We inspect returned items within 5 business days of receipt
- Approved refunds are processed within 7 business days
- Refunds are returned to your original payment method
- Your bank may take 3-5 additional business days to show the refund
Total typical refund time: 10-15 business days
SHIPPING RETURNS
For Eligible Returns: We'll email you a prepaid shipping label. Simply:
- Pack your item securely
- Print the label and attach it to the package
- Drop it off at any carrier location
- You won't pay for return shipping
For Non-Eligible Returns: If your return doesn't qualify under this policy, you may still return items at your own shipping cost. Contact us at hello@customokie.com for details.
EXCHANGES
Instead of returning for a refund, you can exchange an item for:
- A different size
- A different color (if available)
- A different product
Simply mention the exchange in your return request email.
DEFECTIVE ITEMS
If you receive a defective or damaged item due to our error (printing defect, shipping damage, etc.), we'll:
- Replace the item at no cost
- Provide prepaid return shipping
- Process your request quickly
Email hello@customokie.com with photos of the defect.
SCHOOL FUNDRAISER ORDERS
Special Note for Schools:
If a school receives an order with issues:
- Contact us immediately at hello@customokie.com
- Provide order details and photos of the problem
- We'll resolve the issue promptly (replacement or refund)
We want your school's fundraiser to be successful. We're committed to standing behind every order.
CANCELLATIONS
Before Your Order Ships: If you want to cancel your order before it ships, email hello@customokie.com as soon as possible. We'll attempt to cancel it and refund your full payment.
After Your Order Ships: Once your order has shipped, you'll need to follow our return process above.
QUESTIONS?
If you have any questions about this return policy, contact us:
Email: hello@customokie.com Response Time: Within 24 business hours
We're here to help and want to make sure you're satisfied.